About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 28 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada and the United Kingdom. We are well-funded, ranked #1 on G2, have a fantastic team culture, are growing rapidly, and making a global impact.

Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them?

As a Customer Success Manager at Karbon, you'll take ownership of your own clients by giving consultative advice, scoping, and leading successful project implementations while driving customer engagement. You'll function as a crucial link between our clients and our Sales and Product Development teams.

As an Customer Success Manager, you will...

• Provide support to customers by way of onboarding, data migration, implementation, and training on the Karbon platform, driving client satisfaction and ensuring that considerable value is realised by clients on our platform in the first 90 days after sale
• Expand the usage of Karbon by engaging with our clients and understanding further use-cases for Karbon for people outside of the existing user base
• Drive growth in existing customers after 90 days of the sale by educating, cross-selling, and up-selling Karbon products and promoting awareness and adoption of our products and services
• Increase participation in free service offerings such as the "Getting Started' and "Onboarding" webinar series
• Be creative and adaptable in suggesting solutions to our clients' unique problems, and helping them solve those problems by building partnerships, driving product and feature adoption, and ensuring that clients actualise the value proposition from their investment
• Accurately identify risk of churn and put value-add actions in place to mitigate churn by developing a repeatable process and methodology that can be followed by others as Karbon continues to expand
• Champion the voice of our customers internally by sharing feedback with the Product and Engineering teams in an effective manner for improvements and roadmapping

About You

Candidates with the following qualifications and experience are encouraged to apply:

• Physically based in the US and comfortable working with a remote, international team
• 2-3 years of industry experience in B2B SaaS Accounting, Business Development, Customer Success, Professional Services, or Training/Education
• Excellent communication skills with the ability to explain complex concepts clearly and efficiently while giving consultative advice to help our clients grow their performance
• Ability to combine the work of managing your own clients, building long-term relationships, and recommending solutions to their problems through the use of Karbon products and services
• Ability to learn modern customer enablement SaaS and servicing tools to better understand, manage, and support our customers
• Professional spoken and written English (fluency in other major languages is a plus, but not required)
• Though infrequent, able and willing to travel for meetings, conferences, and industry events when safe to do so

Why work at Karbon?

• Gain global experience across Australia, New Zealand, UK, and Canada
• Strong benefits package including:
• Flexible Time Off with an encouraged 4 weeks per year
• Company paid medical for you and eligible spouse/partner and dependents
• Paid dental and vision and eligible spouse/partner and dependents
• 401(k) with company matching
• Flexible Spending Account
• 8 weeks paid parental leave
• Work-from-home stipend
• Work with (and learn from) an experienced, high-performing team
• A collaborative, team-oriented culture that embraces diversity invests in development and provides consistent feedback
• Be part of a fast-growing company that firmly believes in promoting high performers from within

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is 75,000 to 90,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

When we look for talent to join our team, we want unique, creative, and amazing people to share our brand, values, and help us build a world-class product and company.

Diversity and inclusion are fundamental to who we are, and what has always made us tick.

We recruit and reward people based on capability and performance. We don't discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions, that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you.

We embrace and welcome you to bring your authentic self and we believe in being good to each other. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!